Description
Job Summary: The Dispatcher is responsible for prioritizing and scheduling all Field Service and Lube Service work in the assigned area of responsibility.
Primary duties include scheduling all field & lube service work, answering/screening incoming calls, opening/closing work orders, scheduling technicians, verifying work orders to ensure labor, parts and miscellaneous items are charged out correctly, and notes are entered.
The incumbent is expected to take ownership of customer issues and see problems through to a positive resolution. Responsibilities may include diagnosing and troubleshooting mechanical, hydraulic, and emission issues.
This position will also be responsible for coordinating work order closings as requested at the direction of the Preventative Maintenance Manager while and ensuring a high-level Legendary Customer Service outcome for our customers.
The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company\'s mission and core business values;2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.
#HOLTSM
Essential Functions
Models, promotes, reinforces, and rewards the consistent use of HOLT?s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
Prioritize and Schedule all field service work in the assigned area of responsibility
Establish and mutually agree upon and communicate job expectations to field technicians to ensure customer satisfaction
Communicates with all applicable parties daily regarding scheduling, dispatching and repair of equipment
Monitors personnel and/or equipment locations and utilization to coordinate service and schedules
Ability to diagnose and troubleshoot technical issues over the phone before scheduling and/or dispatching technician
Ensures that customers? expectations regarding communication, information and updates are met and/or exceeded
Coordinates and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing
Support the efforts of the field & lube technicians in every way possible to ensure customer expectations and departmental objectives are met
Maintains consistent, accurate and timely coordination of information/paperwork in communicating the flow of work and ensures that department operates efficiently
Generates all purchase orders and validates timely entry into work orders in Rentalman System
Maintains department daily and monthly reports
Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
Requires regular and punctual employee attendance
Performs other duties as assigned
Knowledge, Skills, and Abilities
Knowledge of the heavy equipment industry
Knowledge of dispatching protocols and procedures
Working knowledge of computers and multi-line phone systems
Knowledge of equipment applications
Knowledge of basic office practices, procedures, and processes
Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level
Excellent verbal, written, and communication skills
Exceptional customer service skills
Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization
Functional knowledge of key operating systems: DBS, Service Link and MDS
Functional knowledge of critical CAT applications: SIS and SIMSi
Time management and time critical prioritization skills
Ability to work on multiple projects and deal effectively with employees, team members, and management
Self-starter and ability to work independently
Ability to operate office machines and computers
Understands written sentences and paragraphs in work related documents
Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the public
Requirements
Education and Experience:
High School diploma or equivalent required
Three plus years direct CAT Service experience or five plus years industry experience in heavy equipment
Troubleshooting and diagnosing skills with the ability to effectively work with technical and non-technical resources preferred
Supervisory Responsibilities:
None
Travel:
Physical Requirements:
To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities
This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
This role frequently communicates with others, must be able to exchange accurate information in these situations
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
Occasionally moves or transports items weighing up to 15 lbs.
Significant amount of time standing, sitting, and walking
Requires daily walking to the shop or yard environment
Minimal amount of time kneeling, crouching, stooping, balancing, and reaching
Constant movement and use of hands, this position requires good manual dexterity
Communicates with customers, service managers, and co-workers
Routinely reacts to visual, auditory, and other signals including alarms and instructions, and is required to visually inspect work
Ascends/descends with gradual or continuous progress by oneself, using both hands and feet and climbs up and down stairs daily
Work Environment:
This job is generally performed in a professional office environment and in a shop environment
Frequently works at fast pace with unscheduled interruptions
Disclaimer:
Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.
About Texas First Rentals
Texas First Rentals is a statewide team of equipment pros backed by the HOLT family of companies. We help contractors, facility managers, and industrial crews keep work moving ? with the right machines, delivered on time, and supported by people who know Texas jobsites inside and out.
Our roots run deep in this state?s building traditions, and our promise is simple: make it easy to do good work.
